About this role
Role Overview
- Lead & Develop: Manage the Live Support and Incidents Team Leads, fostering a culture of feedback, accountability, and ownership.
- Process Architecture: Map and optimize the full user journey, from app onboarding to complex incident resolution.
- Operational Excellence: Define quality frameworks and monitor key metrics such as CSAT, FRT, and TTR to support data-driven decisions.
- Scale & Standardize: Create playbooks and documentation to ensure our service is consistent and scalable as we expand into new markets.
- Partner Management: Oversee strategic providers such as BPOs and insurance partners to optimize our hybrid internal/external model.
Requirements
- 5+ years of experience in CX or Operations
- Proven team and team-lead management experience
- Data-driven and analytical mindset
- Hands-on mindset with strong ability to structure complex operations
- Language Skills: Spanish (Native or Fluent), Italian (Native or Fluent, highly valued), French (Native or Fluent, highly valued), English (Professional level)
Benefits
- Ride for free: Enjoy free use of YEGO scooters around the city.
- Health & wellness: Private medical insurance and discounts on gyms and sports activities through Urban Sports Club.
- Flexible compensation: Use our flexible benefits plan through Cobee for transport, meals, or childcare.
- Growth environment: Work in a dynamic, inclusive, and international environment at our Poblenou headquarters.